Turning Unconverted Large North American MSO Estimates Into New Repair Opportunities
TenPoint Complete partnered with MSO to test a structured live-agent follow-up program across 30 locations. The pilot reengaged customers, scheduled additional repairs, and uncovered valuable insights that can improve future conversion rates.
The Challenge
Every repair estimate represents an opportunity created through marketing, customer service, and the estimating process. However, some customers delay moving forward because of insurance approvals, scheduling conflicts, pricing concerns, or simple inactivity. The MSO needed a consistent way to reconnect with these customers and recover opportunities that might otherwise be lost.
The Solution
TenPoint Complete developed a structured Estimate Recovery Program using live agents to follow up with customers after receiving an estimate. Agents answered questions, addressed concerns, documented objections, and helped qualified customers take the next step toward scheduling their repairs.
The Results
The pilot was conducted across 30 The MSOs and included 1,951 repair estimates. TenPoint Complete completed 11,178 outreach attempts and generated 18 scheduled repair opportunities. The program also collected valuable customer feedback that can be used to strengthen follow-up strategies, agent training, and objection handling.
Why It Matters
The Estimate Recovery Program helps the MSO generate more value from customers already in its system instead of relying only on additional advertising and new leads. At approximately $80 per month per location, just one additional completed repair valued at around $2,000 could more than cover the annual cost of the program.
Your next repair opportunity may already be in your estimate database.
TenPoint Complete helps multi-location organizations reconnect with customers, understand lost opportunities, and turn existing demand into measurable revenue.
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